WELCOME FROM JOHN PONSONBYSVP Customer Support and Training

Summer 2013

t was only at the start of this year that we brought our two functions, Training and Customer Support and Services, together to create Customer Support & Training.

In doing so we aim to deliver a more coherent service that centralises our expertise in one place so that we offer the best possible service to our customers.

In terms of how we manage relationships with our customers, we are always looking at ways in which we can improve. By producing this newsletter we can keep you updated on all the new services and initiatives which are taking place across our organisation.

This is the first issue of a quarterly publication and my hope is that this provides us with a good opportunity to establish better two-way communi-cation. This will help us to improve our Customer Support & Training service continually.

THE NEW CUSTOMER PORTAL

HUMS AND ADVANCED ANOMALY DETECTION SYSTEM

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Leveraging on the experience gained with My Fleet, AgustaWestland is currently developing a new customer Web Portal where services and information are available around the clock.The new Web Portal will enable customers to submit Support Requests to Customer Support & Service Management. It will be possible to interact with the Material Service Delivery department for services related to R&O, Warranty Management and for other requests related to material services. Customers will also be able to speak directly to the Product Support Engineering office for any Technical Requests and to highlight eventual technical publication discrepancies.AgustaWestland is planning to set up a Technical Forum to enable customers to discuss technical topics and share information. Moreover, operators will be able to monitor the status of AOG requests managed by the AgustaWestland 24/7 Fleet Operations Centre. In the new Web Portal AgustaWestland is planning to enhance also the section dedicated to the AgustaWestland Training Academy offering, allowing customers to access all the information related to training activities and courses.The Web Portal is currently under development and it is AgustaWestland’s intention to continuosly enhance the security related aspects in order to guarantee a secure access.Managing multiple functions and data through the same interface ensures that the company delivers greater value to customers and will increase customer satisfaction.

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HUMS Fleet Statistics The Aircraft page – Visual Navigation

The Health and Usage Monitoring System (HUMS) kit embodies state-of-art technology in Health and Usage Monitoring and it is already installed in more than 50% of the in-service AW139 fleet, with over 300,000 flight hours recorded. The HUMS Basic Package comprises an On Board System and Ground Station Software (HGS) to analyse and measure the data, in addition to training courses and a 20-year data analysis support package.One significant step forward is the Advanced Anomaly Detection (AAD) concept, based on an artificial intelligence model that includes the calculation of the condition indicators correlation, the characterisation of the helicopter’s normal behaviour and the detection of anomaly conditions. The AAD recognises when a group of signals are different from the ‘normal’ behaviour of the helicopter, taking into account each single aircraft and the ageing of the helicopter. So this system allows the automatic multi-dimensional analysis of customer’s downloaded data, increasing detection probability and reducing ‘false warning’ rates.Further benefits include a saving in terms of time and cost in data analysis activities and a user-friendly interface when performing the technical analysis of HUMS parameters and helicopter health.The AAD is available in the new AgustaWestland HUMS WEB SERVICE, developed in collaboration with GE Aviation, perfectly suitable for operators, which allows easier and faster data transmission to the AgustaWestland Customer Support & Service organisation. Simply by plugging a personal computer into an internet access point, this system is able to provide an automatic, self-synchronised data exchange based on a secure web network, a 24/7 service for data interpretation and a more customer-orientated service, with specific tools and areas for customer interaction with the Agusta-Westland-GE team.Moreover, the AgustaWestland Product Support Engineering is always evolving. Future steps include developing new strategies to reduce costs, to mitigate risks and to improve on-condition maintenance.

For further information please contact:hums.mbx@agustawestland.com

Every year, more than 5,000 customers join the AgustaWestland training experience.On-line enrolment now allows our customers to confirm their attendance once a course is booked. Customers can also complete their biodata form on-line, which significantly reduces pre-arrival work.Once the training course is confirmed, customers will be provided with a course reservation code which will enable them to view a full schedule including details such as location and timings. The schedule is updated in real-time so that customers can use the ‘My Training’ tool to review any change prior or during their course.For customers already enrolled on a course, who do not have a reservation code, please contact your Training Programme Planner at TrainingOperation-Planning@agustawestland.com

MY TRAINING STUDENT PORTAL

MAINTENANCE REVIEW BOARD PROCESS TO BE APPLIED TO AW169

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Having already launched the AW189 Maintenance Review Board (MRB), AgustaWestland is now implementing the same successful process on the AW169. The MRB programme aims to develop the maintenance service with the targets of maximising safety and reliability at the minimum total cost.

The MRB process is an acceptable means of compliance for developing an Initial Scheduled Maintenance Program. MRB operates with six working groups, each one dedicated to a key area such as airframe system, rotor, structure, power plant, avionic and power distribution. The rotorcraft and engine manufacturer, the rotorcraft operations and the Authority work jointly to develop the Initial Scheduled Maintenance Program using the MSG-3 Analysis as a tool to generate the initial minimum preventive scheduled maintenance task list to be discussed at the Working Groups (WG) and then at the Industry Steering Committee (ISC).

The strength of this programme is the possibility to capture and exploit from a very early stage customers’ views on possible design modifications and improvements that could significantly reduce the maintenance burden. The MRB is the latest demonstration of AgustaWestland’s progress in building a collaborating relationship with manufacturers, operators and customers.

In 2012, AgustaWestland developed a large number of Helicopter Training improvement programmes. Investments have been made in all the Training Academies and in the first half of 2013. The company has certified the latest AW139 CAE 3000 Series Full Flight Simulator Number 3 in Italy, completely refurbished and recertified the AW109 Series (E/LUH and N) Level D Full Flight Simulator, assisted Rega to certify the new AW109 GrandNew Level B/FTD III Full Flight Simulator with Swiss Aviation Training in Zurich and also assisted our partner PWNE to certify the new AW139 CAE 3000 Series Full Flight Simulator Number 4 in Kuala Lumpur.

SUSTAINING THE GROWTH OF

OUR TRAINING FLEET

A main drive and a KPI of Customer Support & Services, is the monitoring of the availability of the AgustaWestland’s operators fleet worldwide.As part of the AgustaWestland commitment to guarantee the required support to the overall in-service fleet with specific focus on the fleet availability rate and on operators with unique and demanding requirements, a number of initiatives have been established, one of which is Delivery Schedule Adherence (DSA), which measures the performance of AgustaWestland in delivering items to customers by the confirmed delivery date. The DSA Improvement activities were carried out across several areas of the Company, with a major focus being on the definition of a Customer Service Policy to improve the relationship between the customer and the company. The integrated process is updated monthly and involves many people in different areas such as Order, Material and Customer Support Managers. The DSA improvement programme is one of the company’s main targets for 2013 and it has already provided improvements since it was launched at the beginning of this year.

FOCUS ON FLEET AVAILABILITY

R&OCE

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The Repair & Overhaul Capabilities Enhancement (R&OCE) is an ambitious project focused on specific AgustaWestland components and it is aimed at increasing aircraft serviceability by reviewing existing repair limits, identifying new repair solutions, easy repair procedures to allow the Operators to execute them directly. The Project will initially cover a limited selection of part number, with particular focus on dynamic components. It requires the cross collaboration of several AgustaWestland departments, including Engineering, Product Support Engineering, Repair & Overhaul, Plants, Logistics and Training.In the frame of this project, AgustaWestland may also offer to its Customers a package of local repair capabilities consisting in the supply of necessary technical repair manuals, spares, tools and training courses.The R&OCE vision is reflected in its slogan: “DO IT LESS, DO IT LOCALLY, DO IT WELL, DO IT SIMPLY. BEING CLOSER TO THE CUSTOMER”. The major benefit for AgustaWe-stland customers is a significant improvement in terms of support of the helicopter, an increase in the level of service generated by AW R&O facilities and also in the level of service generated by R&O Network.

Latest equipment: Rotorsim introduces the 3000 Series AW139Full Flight Simulator at the Training Academy “A. Marchetti”

Rotorsim continues to upgrade Full FlightSimulators to better serve our customers

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In 2013, Rotorsim, a Joint Venture between AgustaWestland and CAE, started a full upgrade and refurbishment project for its range of Level D Full Flight Simulators.The AW109 Series Full Flight Simulator has been completely refurbished and upgraded in this period of with re-certification achieved in March 2013.The upgrade included a complete replacement of the Visual System, with new Higher Definition Projection, Image Generators and Mylar Screens.For further information please contact your Regional Training Manager or TrainingOperationRequests@agustawestland.com

A new advanced technology AW109 SP GrandNew Full Flight Simulator Level B / 3 (EASA CS-FSTD H standard) was certified in February.AgustaWestland produced a wide range of Flight Simulators and Training Systems for various Customers worldwide.The new device is fully owned by Rega and located in Switzerland at the Swiss Aviation Training facilities in Zurich Airport.

First of its Class, a new CAE 3000 Series Level D Full Flight Simulator has begun Training in Rotorsim, a Joint Venture between AgustaWest-land and CAE, at the Italian Facility in March. The 3000 Series incorporates leading edge technolo-gies including electrical motion and direct projection.

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AgustaWestland continues to engineer and produce state–of-the-artSimulator and Training Systems for helicopters

The recent introduction of the Glass Cockpit Enhanced AW119Kx Koala aircraft complete with its Garmin 1000 Avionics suite has injected new life into the AW119 production line in Philadelphia and subsequently provided an exciting and challenging time for the AW Training Academy Philadelphia instructional staff.The Instructor team has risen to the challenge and, after working closely with Engineering staff in Philadelphia and the training development team located in Italy, has recently successfully delivered the first AW119Kx pilot transition course to one of its North American customers.

AW119 Kx Trainingtakes off at AW TrainingAcademy Philadelphia

Training Academy in Kuala Lumpur now fully operationalWith the addition of a fourth AW139 Level D Full Flight Simulator the AgustaWestland Training Academy in Kuala Lampur is now fully operational and provides a complete range of training courses for Pilots and Maintenance Engineers.The new AgustaWestland Malaysia Training Academy (AWTA) has been established within AgustaWestland Malaysia to deliver AgustaWest-land OEM courses currently provided from the AgustaWestland Academy in Italy, meeting the demand from our customers for training close to the point of operation.The AW139 Level D Full Flight Simulator is operated by PWN Excellence, an AgustaWestland Synthetic Authorised Training Centre.For further information please contact your regional training manager or TrainingOperationRequests@agustawestland.com

AgustaWestland distance learningfor AW139 pilot type rating launchedAWDL will be available from summer 2013, for all AW 139 Pilot Type Rating Courses.The distance learning system will enable students to review preparatory elements of pilot transition courses on laptops and mobile devices. Students have access to courses and aircraft publications, as well as online support from tutors and instructors.

Course calendars for Italy, USA and Malaysia Training Academiesare now available online at:http://www.agustawestland.com/content/customer-training-courses

Proficiency is the essential element of safety. Routine missions do not provide the environment and knowledge to recover from unusual conditions, whether they are unexpected situations or system failures. Some degree of recurrent training and checking is mandated by the aviation authorities, some is foreseen by the operator’s own standards, and some is through crew initiative.Pilots shall receive annual recurrent training to include emergency and abnormal procedures. The recurrent training is the cradle of a safe operation and is necessary to refresh and improve knowledge and skills, train on new RFM procedures or technology modifications, and to learn new and revised manoeuvres.Studies demonstrate that where crews are taking regular recurrent training schemes the lowest accident rate is found. Recurrent training is crucial for airline and commercial pilots and it is even more important to those crews flying corporate missions or with low hours logged yearly.Annual recurrent training schemes greatly enhance safety levels and operational effectiveness.

2013 SPOTLIGHT ON RECURRENT TRAINING

AgustaWestland Recurrent training highlights

> Simulators worldwide to enhance accessibility to your recurrent training> Further development to bring AgustaWestland Training closer to you> Availability to tailor training curricula to operator needs and concepts> The widest range of options (FFS/FTD/VIPT/on site training)

Schedule a recurrent training session at least once a year so you can keep your skills at the higher levels BECAUSE A PROFICIENT CREW IS A SAFE CREW.

FLASH NEWS: IETP ON MOBILE

“The information and the images contained in this document are for reference only and can be amended any time without notice. They cannot be reproduced without the written approval of AgustaWestlandand do not constitute and/or cannot be interpreted as a commitment for AgustaWestland. The applicability, compliance and compatibility of the information and the images contained, have to be verifieddirectly with AgustaWestland”.

AgustaWestland has extended the use of IETP to tablet devices and smartphones, through the web application Amerigo4Mobile©. You can find the new IETP Amerigo4Mobile© integrated on the MyFleet website. It is a web application, therefore it

does not require any dedicated installation on devices, and the navigation is independent from the browser or device used. IETP

Amerigo4Mobile© can be accessed also on computers.For Military Customers provided CIETPs from AgustaWestland in the UK, the capability has been developed to allow the installa-tion of Lynx and AW101 CIETP’s and Aircrew Manuals to a Windows 8 tablet; this gives the additional benefit of being a standalone application with no requirement to be logged in via an internet connection to use the manuals. If any Customers would like to explore the possibilities offered by tablet technology then please contact your relevant Customer Services

Manager or the Product Support Engineering & Licenses Department. For further information please contact: gestpubs@agustawestland.com

We appreciate your feedback and comments and we are pleased to provide you any further information.Please, don’t hesitate to contact us, at the following e-mail address: myfleet.mbx@agustawestland.com